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Canceling service with a company like Frontier is no small feat. You may be wondering, “How do I cancel Frontier once and for all?” Luckily for you, we’ve discovered the ins and outs of finally freeing yourself from Frontier.


Canceling Frontier — Why?

Frontier Communications Corporation is an internet service provider (ISP) and is currently one of the largest broadband providers in the United States. You would think that as one of the most popular providers, it would have a great rapport with its clients, right? Well, not necessarily.

While some customers have reported being perfectly happy with their Frontier Internet, others have reported connection issues, flaky technicians, surprise charges, and whopping termination fees. We discussed some of these issues in our Frontier review.

Before we get started, you should know that cutting ties with Frontier isn't necessarily your only option. It may be possible to successfully negotiate with Frontier to lower your internet bill. Frontier's costs and subscription pricing may seem to be set in stone, but the reality is that their representatives may be able to do you a favor if you are polite, firm, and armed with as much information on Frontier internet promotions as you can find.

4 Steps to Cancel Your Internet Service with Frontier

You must cancel your internet service with Frontier over the phone. They don’t allow cancellations over email or online. Here's how to get it done.

Step 1: Call Frontier’s Retention Department

Before calling, make sure you have all of your information ready, such as your account number, phone number, or email associated with the account, and the date you would like to cancel your service.

The number for Frontier’s billing department is 1-800-921-8105.

After calling, avoid pressing the number for customer service — in our experience, that will lead to a long time on hold. Instead, connect directly to the retention department.

You should be greeted by someone from this department rather quickly, and this is where it can get tricky. These agents’ sole duty is to stop you from leaving the company, so they won’t go down without a fight!

Step 2: Prepare a Solid Reason to Cancel

This can be the most difficult part for many customers. While it’s tempting to say that their service is unreliable, this will only result in promotion after promotion being pushed your way.

Remember that this representative has to follow rules and try to hold onto your business. Be kind, yet firm. Stick to your guns. The most effective way to get out of a contract is to prepare a solid reason.

Try using some of the following excuses, and don't be afraid to tell a white lie:

  • I’m moving out of the country.
  • I’m relocating to an area that is not covered by Frontier.
  • I don’t know where my new address will be.

You must find your story and stick to it. Triple check that the area you say you are moving to is not covered by Frontier, as they will offer to transfer your service to the new address.

You want a clean break, so be convincing. Having an airtight reason for leaving ensures that they won’t hound you, later on, to come back.

Step 3: Return Equipment Promptly

As stated in the Frontier terms and conditions, to avoid paying any additional fees, you should return any equipment you have been leasing from them. This may include any internet boxes, modems, or satellite receivers.

This equipment can cost you $175 or more. Frontier gives you 30 days to return their equipment, but we recommend doing it as soon as possible.

They will send a prepaid package for you to return your items. Be sure to send your equipment through a company like FedEx or UPS, where you can receive a tracking number and receipt to show if your return is called into question.

Step 4: Call to Confirm Your Cancellation

The last and arguably most important step is to call Frontier and confirm that your service has been canceled. It would be a shame to find out that, after all your efforts, the cancellation never went through.

Call Frontier and ask the representative you speak with to confirm that your account is canceled. If the cancelation was set for a later date, be sure to have them specify on which day your account will be canceled.

Make sure there are no outstanding fees and ask if they have received your returned equipment.

If there are any loose ends, now is the time to rectify them, and confirm once more.

Always call back to check. Continue calling until you are sure your cancellation has gone through.

Frontier offers both self-installation and technician installation options for new customers. Image via Mike Mozart/Flickr

Avoid Paying Fees when Canceling Frontier

If you’re not careful when canceling your service, Frontier may be able to hit you with surprise fees on your way out the door.

Early Cancellation Fees: Many Frontier customers fall into this category when canceling their service. Depending on whether or not their contract included a promotion, these fees can range anywhere from $200-$400. A way to get around this is to switch to an ISP with a contract buyout plan that will agree to cover your early termination fee up to a certain amount. One customer reports that Spectrum was able to cover his early termination fee up to $500 with their Spectrum contract buyout plan, which enabled him to switch at no cost.

What to do if Frontier is Your Only Option

As satisfying as cutting ties with Frontier maybe, this may not be possible if they are the only provider in your area.

Don’t worry.

You can still find ways to successfully lower your monthly payments. Some customers have found the tips below to assist in reducing their ISP expenses.

1: Apply as a New Customer

Although dealing with Frontier may bring you one headache after another, keep one thing in mind.

Companies like Frontier love new customers.

Frustrated with the service, one customer said that he simply signed up at the same address with a new name and social security number. He used his wife’s name and information and set up a brand new account online to receive the new customer promotional pricing that was offered at the time. Another customer had this same success by having his girlfriend sign up.

Be warned: this tactic is technically against Frontier’s terms and conditions so tread carefully, especially if it’s the only provider for your address. Check your home coverage options via our internet address search tool before undertaking this tactic to know you have alternate viable options to Frontier.

2: Contact the Escalation Department

In 2018, one customer stated that he was able to receive the new promotional pricing by contacting the Office of the President. Once the form was received, a regional manager was authorized to offer him the current price.

The form can be found here.

If you need a quicker, more direct way to get your bill lowered, try calling the escalation department.

One customer reported that she spent hours on end calling the number listed on the website (1.866.786.6693), only to get the runaround from unhelpful customer service representatives. She then found what she calls “the secret number” to directly connect you with Frontier’s escalation department.

If you want to speak with someone directly, call 1-203-614-5600.

Instead of connecting you with an automated recording that might send you to a foreign call center, this number goes straight to the Office of the President.

Dial this number, press 1, and talk directly to the escalation department. Instead of being on hold for hours, you’ll finally have the stress free experience you’ve been looking for as you negotiate your pricing.

You must remember to be friendly and personable. Ask about their day, and answer when they ask you back. The agents want to keep you in the company at all reasonable costs, so try and use this as leverage to your advantage.

Begin with phrases like, “The original package price was doable, but these new fees are a bit too much for us,” or, “When I first signed up, the service was supposed to be…” and see where that takes you.

3: Contact the Federal Communications Commission

Perhaps after all of your efforts, they are still unwilling to budge.

Then what?

This one is a bit of a last-ditch effort. If you’ve tried several of the avenues listed above but are still having a hard time with them, it may be time to contact the Federal Communications Commission or the FCC.

The FCC is responsible for regulating companies like Frontier and has no problem stepping in when they are alerted of foul play.

One customer stated that they reported Frontier for not honoring existing pricing and not putting available pricing in writing for existing customers. Their problems were resolved quickly, and they were even credited for the difference in pricing.

Recap: Say Goodbye to Frontier

While breaking free from an ISP like Frontier may be difficult, it certainly isn’t impossible.

To recap:

  • Step 1: Call Frontier’s Retention Department. Have all the necessary information available before you call, and avoid being sent to customer service.
  • Step 2: Have an airtight reason or excuse for leaving. Don’t argue with the rep, but be firm.
  • Step 3: Return All Equipment. Be sure to do this promptly to avoid any further fees.
  • Step 4: Confirm Your Cancellation. Be sure to call and make sure that your cancellation has gone through. Review your account standing to make sure there will be no surprise fees.

With those steps behind you, you'll have broken free of Frontier!